Couturier Cuisine

Effective Date: September 29, 2026

This Refund and Returns Policy is officially issued by Le Couturier de la Cuisine S.A., operating the e-commerce website www.couturiercuisine.com, with our registered business address at 12 Route de Roost, L-7791 Bissen, Luxembourg. For any inquiries related to return and refund arrangements, you may reach our dedicated customer support team at any time via email at mfwlr@couturiercuisine.com, or by phone at +352 621 725 401. This policy applies to all orders of kitchen essentials including measuring spoon sets, cutting boards, food tongs, silicone brushes and other products purchased through our official website.

We explicitly state at the outset that ‌pure refund requests without product return are strictly not permitted‌ for all non-defective products. This rule is designed to ensure fair and equal treatment for all our customers, and prevent unreasonable abuse of our service policies that would undermine our ability to deliver high-quality kitchenware at our signature fair, affordable prices to every home cook across Luxembourg. No exceptions will be made for this no-single-refund rule for any orders that do not involve confirmed product manufacturing defects.

1. Eligibility for Return and Exchange

To qualify for our standard return process, you must submit a formal return request to our customer support team within 30 calendar days from the date you receive your ordered products. All items being returned must be in their original unused condition, with all original product packaging, tags, accessories and documentation fully intact. Products that show signs of use, damage caused by improper operation after delivery, stains from food contact, or that have been modified in any way will not be accepted for return.

We do not accept return requests for customized engraved products, perishable goods, or items marked explicitly on their product page as non-returnable at the time of checkout. For all eligible returned items, once our warehouse team inspects and confirms that the returned product meets all the above eligibility requirements, we will not process a direct cash refund to your original payment method by default, but will first arrange a free equivalent product exchange for you. You may also choose to receive 100% of your order value stored as store credit in your account on www.couturiercuisine.com, which can be fully used for any future purchases of all kitchen products in our store with no expiration date.

2. Explicit No Pure-Refund Rule Statement

As a core regulation of this policy, ‌we do not process any full or partial only-refund requests that require no return of the purchased product under almost all scenarios‌. The only exceptional circumstance where a cash refund can be issued without returning the product is when our official quality control team conducts a full verification and confirms the product you received has unrepairable manufacturing defects that pose safety risks for kitchen use. Even under this very limited scenario, our team will first offer you the option of sending you a brand new replacement product before discussing any refund arrangement.

Any requests that ask for partial or full money back while you keep the purchased product, including claims of minor dissatisfaction with product appearance, claims of “not matching personal expectation” that are not related to product quality or description deviation, will not be approved. Any such request submitted to our customer support team will be guided to proceed with the formal product return process, and no direct refund will be issued before the product is delivered back to our warehouse and passes our full inspection.

3. Return Process and Shipping Arrangement

If you confirm you need to return an eligible product for exchange or store credit, please first contact our customer support team via the contact channels listed above. Our staff will send you a standardized pre-paid return shipping label, along with a unique return authorization number within 2 working days. You will need to securely pack the product, paste the provided return label on the outer package, and drop off the parcel at the designated local courier point in Luxembourg. All return shipping costs for eligible return requests will be fully covered by us, and no extra fees will be charged to you.

Once our warehouse team receives your returned parcel, we will complete the product inspection within 5 working days. After confirming the product meets return requirements, we will process your requested exchange shipment or add the corresponding store credit to your account within 3 working days, and send you a confirmation email to notify you the processing result. If the returned item does not meet return eligibility, our support team will contact you to explain the specific reason, and arrange to ship the product back to you at no extra charge.

4. Defective Product Handling

If you find the product you received has manufacturing defects, transportation damage, or does not match the product description displayed on our website at the time of purchase, you can submit photos and short videos of the problematic item to our customer support team within 7 calendar days of delivery. Our quality control team will complete the verification within 3 working days. For confirmed defective products, we will arrange to send you a brand new free replacement immediately, and fully cover all shipping costs for the new product delivery. We will never ask you to return a confirmed defective product at your own cost, and you do not need to pay any extra fees for the full replacement service. In the extremely rare case that the exact same product you ordered is permanently out of stock, we will offer you equivalent product options of your choice, or issue a full refund for your original order value as the last resort.

5. Final Provisions

This policy comes into effect on September 29, 2026, and applies to all orders placed on www.couturiercuisine.com on and after this effective date. We reserve the right to adjust the content of this policy to match service updates, and any revised version of the policy will be posted on our website with a new updated effective date. If you have any questions about the terms of this Refund and Returns Policy, please do not hesitate to contact our support team at mfwlr@couturiercuisine.com for clarification at any time.